ShepHyken

AUGUST 28, 2017

Ideas like understanding industry benchmarks and using feedback are for everyone. The post 5 Top Customer Service Articles for the Week of August 28, 2017 appeared first on Shep Hyken. While the article’s title appears to be focused on contact and support centers, the concepts can be used by any type of business in any industry.

Customer Service 207

Customer Service Contact Center Benchmark Big data 207

ShepHyken

SEPTEMBER 4, 2017

Technology NPS Benchmarks by CustomerGauge. The post 5 Top Customer Service Articles for the Week of September 4, 2017 appeared first on Shep Hyken. She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them.

Customer Service 164

Customer Service Benchmark Customer Care Finance 164

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). Once we get your results we will develop a customized report and you will receive a copy of our 2017 Contact Center Benchmark Report.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Free Download: Live Chat Benchmark Report 2020. Download Now.

Benchmark 54

Benchmark Wait times Chatbots First call resolution 54

COPC

APRIL 3, 2018

Key Insights from the 2017 Corporate Survey include: Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”. At the site, you can also find complimentary digital copies of CXMB Series reports from years prior to 2017. About the CXMB Series.

Benchmark 40

Benchmark Customer Experience Management Chatbots 40

CustomerGauge

AUGUST 30, 2017

Check out everything you missed this August 2017 at CustomerGauge with a quick round up of major content from this month. The post CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More appeared first on CustomerGauge.

Benchmark 87

Benchmark Feedback 87

Fonolo

DECEMBER 6, 2017

At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. So, who was the worst company to call in 2017? This year, Apple has been dethroned (although the company still remains on the worst offenders list).

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Customer Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. Here are previous benchmarks from 2016, 2015, and Read More. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®.

Benchmark 51

Benchmark Surveys Customer Experience 51

Customer Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

Benchmark 53

Benchmark Customer Experience 53

Fonolo

OCTOBER 17, 2017

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. Understanding Industry Benchmarks. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. Know What Makes Customers Tick.

Abandon rate 57

Abandon rate call center professionals Contact Center Benchmark 57

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken. Consistent innovation is the greatest invention for all generations.”.

Government 236

Government Technology Benchmark call center software 236

ShepHyken

JULY 31, 2017

NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. My Comment: My friends at CustomerGauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Sit tight and enjoy the ride!

Customer Service 135

Customer Service Benchmark SaaS Technology 135

Customer Experience Matters

AUGUST 14, 2017

Temkin Group published the 2017 Temkin Online Ratings. consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. Based on a study of 10,000 U.S USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th.

Benchmark 63

Benchmark Banking Customer Experience 63

Spearline

JANUARY 23, 2018

2017 has also seen us double our unmatched database of tests from which we benchmark our customers’ call quality. This one stop platform allows manual tests to be automated at the click of a button, allowing you to test frequently failing numbers as identified by your team. We have completed over 50 million tests to date.

Benchmark 65

Benchmark Interactive Voice Response Technology Feedback 65

DMG Consulting

MARCH 15, 2017

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. By Donna Fluss.

Benchmark 48

Benchmark Consulting Consulting Surveys 48

Customer Experience Matters

OCTOBER 17, 2017

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. We Read More.

Benchmark 50

Benchmark Surveys 50

Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. The post Report: 2017 Temkin Experience Ratings of Tech Vendors appeared first on Customer Experience Matters®.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

Customer Experience Matters

JUNE 20, 2017

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. Based on a study of 10,000 U.S USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row.

Customer Service 49

Customer Service Benchmark Banking 49

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Talkdesk

MAY 31, 2017

Following the success of Opentalk 2017, the entire Talkdesk team has been hard at work preparing this month’s exciting product release. Beginning in May 2017, Talkdesk users can enjoy the following features: Open Beta: Talkdesk Sentiment in Salesforce. The post May 2017 Product Release appeared first on Talkdesk.

APIs 40

APIs Call Center Enterprise Benchmark 40

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Below is the definition we use and benchmarks across industries to help you level set your contact center performance. seconds in 2017. To view more content like this, download the full report.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Below is the definition we use and benchmarks across industries to help you level set your contact center performance. seconds in 2017. To view more content like this, download the full report.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

Fonolo

SEPTEMBER 13, 2017

Andy N (@Mr603) August 31, 2017. Eddie McSugarNutts (@EddieMcSugarnut) August 23, 2017. Stacy Anzick (@StacyAnzick) September 4, 2017. Mark Summers (@marksummers24) September 8, 2017. BetTheTurner) August 16, 2017. Grant Susse (@grantsusse) September 5, 2017. meg (@whatmegsaid) August 2, 2017.

Contact Center 150

Contact Center Benchmark Wait times Call Center 150

Customer Experience Matters

AUGUST 29, 2017

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. It turns out that it has a pretty significant impact in both of these areas.

Benchmark 144

Benchmark Personalization Employee engagement Customer Experience 144

AWS Machine Learning

SEPTEMBER 11, 2024

In 2017, the landmark paper “ Attention is all you need ” was published, which laid out a new deep learning architecture based on the transformer. The Tensor core, released in 2017, is another NVIDIA proprietary GPU core that enables mixed-precision computing, and is designed to support the matrix math of ML.

Benchmark 102

Benchmark Banking Analytics Big data 102

COPC

JULY 21, 2017

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. Please take a moment to check out the 2017 CXMB Series Consumer Edition Executive Summary.

Benchmark 40

Benchmark Customer effort Personalization Customer Experience 40

Customer Experience Matters

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries. See sample spreadsheet (.xls))

Customer Experience 44

Customer Experience Benchmark 44

COPC

FEBRUARY 8, 2018

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the findings below, be sure to check out the 2017 CXMB Series Corporate Edition Executive Summary.

Benchmark 40

Benchmark Customer Experience Management Multichannel 40

Customer Experience Matters

JUNE 12, 2017

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

Surveys 53

Surveys Benchmark Customer Experience 53

customer sure

MAY 30, 2023

Guy Letts, CEO of CustomerSure, added: “We’ve had the pleasure of working with Polypipe Building Products since 2017 and it is great to see an organisation of this calibre and size take customer feedback so seriously. We’re confident that we can keep building on the success we’ve seen so far.”

Feedback 62

Feedback Calibration Benchmark Best practices 62

Customer Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization.

Employee engagement 44

Employee engagement Customer Experience Benchmark Customer centricity 44

Totango

AUGUST 23, 2017

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. To that end, one of the keynotes from #CSSummit17 was Thomas E. What will these organizations look like?

Customer centricity 65

Customer centricity Benchmark Education Analytics 65

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. consumers and 70% of U.K.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. are on track to overtake phone interactions by the start of 2017. We do this in many ways, one of which is staying up to date on industry research.

Benchmark 40

Benchmark Contact Center Banking Employee engagement 40

Amity

JANUARY 6, 2017

I can tap into customer data to identify benchmarking metrics and benchmarks across similar customers, too. This is where benchmarking with your own customer data can help. When I recognize this, I’ll ask if they would like my perspectives and insights on their goals, based on my experience with other similar customers.

Benchmark 70

Benchmark Sales Metrics Feedback 70

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys.

Surveys 72

Surveys Marketing Benchmark Best practices 72

Provide Support

MAY 23, 2017

2017 Customer Service Benchmark Report by SuperOffice proves that the things which companies fail to do in order to meet customer expectations for a good customer service remain quite obvious and basic. © 2003 - 2017 Provide Support LLC. . © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017.

Customer Service 69

Customer Service Benchmark Marketing Best practices 69